Job Description

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you.

Working Arrangement Hybrid



The Opportunity

Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you

What motivates you?

You obsess about customers, listen, engage and act for their benefit

You think big, with curiosity to discover ways to use your agile mindset and enable business outcomes

You thrive in teams, and enjoy getting things done together

You take ownership and build solutions, focusing on what matters

You do what is right, work with integrity and speak up

You share your humanity, helping us build a diverse and inclusive work environment for everyone

We are looking for someone with:

Good communications skills - written and verbal

Good command of English

Knowledge of local languages and dialects.

Application Systems knowledge

Human Relations and soft skills

On the job you will:

Deal directly with customers either by telephone, electronically or face to face if necessary.

Provides accurate, clear, concise and timely response and services to customers and assists sales consultants in customer support. If necessary, to direct these queries to the appropriate department.

Compose letters or electronic correspondence in reply to request for policy information/clarification and document submission.

Keep records of customer interactions and transactions such as details of enquiries, comments and complaints.

Communicate and coordinate with internal departments to resolve enquiries and complaints.

Provide feedback on the efficiency of the customer service process

Resolve service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

Handle complaints via phone, email, mail or social media, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

Perform regular check on department's NPS survey feedback report, identify issues and propose solutions to improve customer experience

Organise NPS huddle for customer service soft skill improvement. Identify service gap by studying, evaluating and re-designing processes and propose actions and remedial steps for better service experience. Monitor and analysing results after implementation.

Perform regular quality check, coaching and on-the-job training to CSR

Work with customer service manager to ensure proper customer service is being delivered

Follow communication procedures, guidelines and policies. Enforces company policies and procedures.

Handle/Lead projects in all proactive sales, marketing, customer centricity initiative, conservation and telemarketing programmes

Additional responsibilities as and when required by superior.

Our commitment to you

Our mission; to be a part of making Decisions Easier and Lives Better

A leadership team dedicated to your growth and success

A bold ambition and set of goals to be a leader in driving transformation in our industry

Our best. Every day.

Every career at Manulife/John Hancock provides the opportunity to learn new skills and move your career forward. Ready to make an impact somewhere? What are you waiting for? Apply today.

About John Hancock and Manulife

John Hancock is a unit of Manulife Financial Corporation, a leading international financial services group that helps people make their decisions easier and lives better. We operate primarily as John Hancock in the United States, and Manulife globally, including Canada, Asia and Europe. We provide financial advice, insurance and wealth and asset management solutions for individuals, groups and institutions. Assets under management and administration by Manulife and its subsidiaries were CAD$1.3 trillion (US$1.1 trillion) as of June 30, 2021. Manulife Financial Corporation trades as MFC on the TSX, NYSE, and PSE, and under 945 on the SEHK. Manulife can be found at .

One of the largest life insurers in the United States, John Hancock supports more than 10 million Americans with a broad range of financial products, including , , , , and . Additional information about John Hancock may be found at .

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact .